1. Which elements influence ticket priority?
A. Urgency
B. Impact
C. Cost
D. User role
2. Which tools help diagnose Windows issues?
A. Event Viewer
B. Task Manager
C. Registry Editor
D. Control Panel
3. NTFS permissions include:
A. Read
B. Write
C. Execute
D. Share
4. Safe Mode is used to:
A. Improve performance
B. Troubleshoot system issues
C. Install updates
D. Reset BIOS
5. Which command changes file permissions?
A. chmod
B. chown
C. passwd
D. setfacl
6. Which command shows running processes?
A. ps
B. top
C. run
D. proc
7. Which command restarts a service?
A. service restart
B. systemctl restart
C. restartd
D. init restart
8. Which protocols use UDP?
A. DNS
B. HTTP
C. DHCP
D. FTP
9. An OU is used to:
A. Store files
B. Organize objects
C. Apply policies
D. Manage DNS
10. GPO allows:
A. Software deployment
B. Security enforcement
C. Network routing
D. User restrictions
11. Which are AD objects?
A. Users
B. Groups
C. Printers
D. Routers
12. Monitoring tools track:
A. CPU usage
B. Disk space
C. User passwords
D. Network traffic
13. Logs are used to:
A. Diagnose issues
B. Store passwords
C. Track events
D. Replace monitoring
14. L1 support handles:
A. Basic issues
B. Complex debugging
C. Password resets
D. Server configuration
15. Deployment includes:
A. Installation
B. Configuration
C. Monitoring
D. Documentation
16. Version control ensures:
A. Code tracking
B. Backup
C. Security
D. User access
17. When a user is frustrated:
A. Ignore
B. Interrupt
C. Stay calm
D. Acknowledge issue
18. Strong password policy includes:
A. Length
B. Complexity
C. Reuse
D. Expiration
19. High CPU usage could indicate:
A. Malware
B. Heavy process
C. Network failure
D. Memory leak
20. Ping failure indicates:
A. Network issue
B. DNS issue
C. Hardware failure
D. OS crash
21. Slow application may be due to:
A. Network latency
B. CPU overload
C. Disk I/O
D. User error
22. Backup strategy should include:
A. Regular backups
B. Testing restore
C. Encryption
D. Ignoring logs
23. Which improve system availability?
A. Redundancy
B. Monitoring
C. Documentation
D. Ignoring alerts
24. Which indicate network issue?
A. High latency
B. Packet loss
C. Slow CPU
D. DNS failure
25. Best practice after resolving issue:
A. Close ticket immediately
B. Document solution
C. Inform user
D. Ignore logs
A service is:
A. A tool delivered to users
B. A way to enable value without managing costs and risks
C. A contract between two companies
D. A software application
Who is accountable (responsible ) for service outcomes?
A. User
B. Customer
C. Supplier
D. Service desk
A known error is:
A. A resolved incident
B. A problem with documented workaround
C. A new issue
D. A security risk
What is the goal of incident management?
A. Prevent incidents
B. Find root cause
C. Restore service quickly
D. Improve performance
Which supplier type is MOST critical?
A. Tactical
B. Transactional
C. Strategic
D. Temporary
You simplify a complex process by removing unnecessary steps.
This is:
A. Optimize and automate
B. Keep it simple and practical
C. Collaborate and promote visibility
D. Focus on value
What is the main purpose of monitoring tools?
A. Create logos
B. Detect performance issues and service outages
C. Replace antivirus
D. Manage salaries
On Linux, which command is commonly used to display the current directory?
A. cd
B. pwd
C. ls
D. mv
A user reports: “I cannot print to the shared printer.” Three other users on the same floor
print successfully to the same printer. What is the best first diagnostic direction?
A. Restart the print server immediately
B. Check whether the issue is isolated to the user workstation or profile
C. Escalate to Level 3 because printing is a business-critical function
D. Recreate the printer on all client machines
A workstation receives an IP address in the 169.254.x.x range. What does this most
strongly indicate?
A. The workstation successfully received a DHCP lease from the server
B. The workstation self-assigned an APIPA address after failing to obtain DHCP
configuration
C. DNS resolution is functioning normally
D. The default gateway is correctly configured
Which action is least appropriate for routine support operations?
A. Use named accounts for traceability
B. Document access changes
C. Share one administrator password among multiple technicians for convenience
D. Apply permissions based on role